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About the Role

The RADCo Intake Specialist is an integral part of the Rental Assistance Disbursement Component (RADCo) team and EDC’s Right to Counsel Services, aiming to prevent eviction and homelessness for vulnerable San Francisco tenants. Intake Specialists are the first point of contact for potential RADCo clients, connecting them to financial assistance and legal support services to promote long-term housing stability. This role requires an individual who enjoys working with people, can respond empathetically and respectfully to clients in crisis, and can work effectively in a collegial, fast-paced environment. The employee will collaborate with the Litigation team to support clients in securing rental and/or litigation assistance.

Responsibilities

Serve as the first point of contact for clients.
Provide in-office intake support and manage inquiries via phone and email.
Screen applicants, identifying individuals with active Unlawful Detainer (UD) cases and connecting them to appropriate services.
Review applications to verify court involvement and coordinate with legal service providers and community partners.
Track case statuses, follow up with past clients, and conduct proactive outreach to potentially eligible individuals.
Issue denial notices with clear next steps and refer clients to other supportive community resources.
Maintain a strong understanding of RADCo funding sources to ensure eligible applicants are connected to services.
Respond to all messages received via the RADCo Intake phone line and email account in a timely, professional manner.
Log all client communications in the intake tracking system.
Monitor and update internal or external databases to track applicants ready for service assignments.
Provide thoughtful and resourceful support to clients by identifying appropriate referrals for food assistance, general aid, food stamps, unemployment support, tenant rights services, and more.
Stay current on changing program guidelines and policies to ensure accurate information is shared with clients.
Refer clients with eviction-related legal documents to EDC’s Legal Clinic or a partner Tenant Counseling Agency.
Attend weekly program meetings, monthly agency staff meetings, and relevant supervision meetings.
Enter client data on time and correctly to support program evaluation and outcomes tracking.
Exhibit exceptional customer service skills, de-escalating tense situations and providing compassionate support.
Reassure and guide frustrated clients, using sound judgment to make timely decisions.

Requirements

At least two (2) years of relevant experience performing case management (paid, volunteer, internship, community-based, or academic).
Experience working directly with individuals from diverse racial, cultural, and socioeconomic backgrounds.
Proficiency with Microsoft Office Suite and other office software.
Experience managing online calendars and setting appointments.
Excellent written and verbal communication skills, including the ability to understand legal documents.
Experience working in housing justice, legal aid, or social services settings is preferred.
Fluency in a language other than English (Spanish, Cantonese, or Tagalog especially welcome) is highly preferred.
Proven ability to ask personal or sensitive questions with professionalism, compassion, and discretion.
Salesforce or other legal/case management database experience is a plus.
Experience with assessing income eligibility for housing services is preferred.
Must understand all of the RADCo funding sources including SFERAP and ongoing subsidy assistance.

Skills

Strong written and verbal communication skills.
Ability to communicate effectively with others, listen closely, and convey points clearly.
Strong organization and time-management skills.
Ability to work on multiple projects simultaneously, manage a high volume of work, and meet deadlines in a fast-paced environment.
Demonstrated ability to work both independently and collaboratively as part of a team.
Ability to follow detailed instructions.
Ability to collaborate effectively with legal teams.
Ability to engage constructively with clients and colleagues.
Excellent customer service skills.
Ability to calm clients who may be stressed and distraught.
Ability to reassure frustrated clients quickly.
Ability to make decisions based upon anticipated outcomes.
Adaptability to policy changes and evolving program requirements.
Empathy.
Professionalism.
Cultural competency.
Solutions-focused approach to problem-solving.

Location

San Francisco

Work Type

Hybrid

Experience Level

2+ years of relevant experience

Salary/Compensations

$32.42 - $37.47 per hour

About the Company

Eviction Defense Collaborative (EDC) works to prevent homelessness before it starts by providing compassionate, high-quality legal assistance, rental assistance, and supportive services to San Francisco tenants facing eviction or housing instability.
EDC believes that housing is a human right and strives to ensure that every San Franciscan has meaningful access to justice and the resources needed to remain safely housed.
EDC's Great Values include Gratitude, Responsibility, Excellence, Adaptability, and Trust.

Equal Opportunity

EDC is an equal opportunity employer committed to building an inclusive and respectful workplace.
Employment decisions are based on organizational needs, job requirements, and individual qualifications without regard to protected characteristics.
Discrimination or harassment of any kind is not tolerated.